DMAIC Application in an Emergency Care Unit

Overcrowding in emergency hospital units represents a serious problem in the health system and is a phenomenon faced worldwide. And when investigating the origin of this disorder, it is observed that the great demand for care of cases considered low risk directly influences the quality of the service provided. Thus, it is necessary to apply tools and methods to improve the service offered. The Lean Six Sigma methodology allows the construction of problem-solving proposals based on statistical data and effective mechanisms. And with the use of the DMAIC method, which is also the methodological framework of Lean Six Sigma, it is possible to clearly direct the resolution of problems through process improvement and restructuring in an organization. The present study aims to present a successful experience in the application of DMAIC to improve patient care and assistance in UPA Cumbica, located in the city of Guarulhos, SP.